Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

1. Right-click the Queue to Agent node and select Properties.

2. Click Change in the “Queue to agent type” section.

3. Click Lookup agent reference by expression, then click OK.

4. Enter the agent expression Call.PreferredAgentID.

5. Make sure the Peripheral column is left blank.

6. Select the appropriate enterprise skill group.

7. Select the appropriate enterprise route.

8. Click OK to save the Queue to Agent node.

IPCC System PG for Outbound Option

The IPCC System PG combines two PGs (CallManager and IVR PGs) into one PG and is only
supported with IP IVR.

Setting up an IPCC System PG for Outbound Option campaigns consists of two tasks:

•

Configuring the IPCC System PG.

•

Adding the PG in ICM Setup.

Use the ICM Script Editor and create an administrative script. The following illustration is an
example of an administrative script.

Figure 118: Example IPCC System PG for Outbound Option Campaign Administrative Script

The following diagram displays an example routing script using the Queue to Skill Group node.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)